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Compare BMC Helix ITSM and OpenText Service Management Automation X (SMAX) 
At a Glance
Market Segments
Enterprise (75.5% of reviews)
Enterprise (57.1% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
BMC Helix ITSM
Star Rating
(287)3.7 out of 5
Market Segments
Enterprise (75.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about BMC Helix ITSMOpenText Service Management Automation X (SMAX)
Star Rating
(72)4.2 out of 5
Market Segments
Enterprise (57.1% of reviews)
Entry-Level Pricing
No pricing available
Learn more about OpenText Service Management Automation X (SMAX)Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that OpenText Service Management Automation X (SMAX) excels in Change Management with a score of 9.2, highlighting its robust capabilities in managing changes effectively, while BMC Helix ITSM follows closely with a score of 8.8, indicating solid performance but slightly less comprehensive features.
- Reviewers mention that BMC Helix ITSM shines in Reports & Analytics, achieving a high score of 9.4, with users appreciating its advanced reporting capabilities and customizable dashboards, whereas OpenText SMAX scores 8.3, suggesting it may lack some of the depth in analytics that users desire.
- G2 users indicate that OpenText SMAX has a superior Help Desk functionality, scoring 9.3 compared to BMC Helix ITSM's 9.2, with reviewers noting its intuitive interface and effective ticket management as standout features.
- Users on G2 highlight that BMC Helix ITSM's Ticketing System is particularly strong, scoring 9.8, with many reviewers praising its automation features and ease of use, while OpenText SMAX scores 9.0, which, although still high, suggests it may not be as user-friendly in this area.
- Reviewers mention that OpenText SMAX offers better Mobile access with a score of 7.6, which is appreciated by users who need to manage tasks on the go, while BMC Helix ITSM's mobile functionality is rated lower at 6.6, indicating potential limitations in mobile usability.
- Users report that both products have strong Asset Management capabilities, with BMC Helix ITSM scoring 8.8 and OpenText SMAX at 8.6, but reviewers note that BMC's features are more comprehensive, allowing for better tracking and management of IT assets.
Pricing
Entry-Level Pricing
BMC Helix ITSM
No pricing availableOpenText Service Management Automation X (SMAX)
No pricing availableFree Trial
BMC Helix ITSM
No trial information availableOpenText Service Management Automation X (SMAX)
Free Trial is available
Ratings
Meets Requirements
8.0
242
8.5
67
Ease of Use
7.2
245
7.9
67
Ease of Setup
6.9
84
7.3
40
Ease of Admin
7.1
82
7.6
40
Quality of Support
7.5
211
7.9
66
Has the product been a good partner in doing business?
7.9
76
8.3
40
Product Direction (% positive)
6.1
241
7.8
63
Features by Category
Administration
8.8
15
|
Verified
9.2
6
|
Verified
8.8
16
|
Verified
8.5
8
|
Verified
9.4
15
|
Verified
8.1
7
|
Verified
Service Desk
9.2
18
|
Verified
9.3
7
|
Verified
9.3
18
|
Verified
8.8
8
|
Verified
9.1
16
|
Verified
9.0
7
|
Verified
Management
9.4
8
|
Verified
8.3
8
|
Verified
7.9
7
|
Verified
8.7
5
|
Verified
8.5
8
|
Verified
7.9
7
|
Verified
8.8
8
|
Verified
7.9
7
|
Verified
7.7
8
|
Verified
Not enough data
Functionality
9.8
8
|
Verified
8.8
8
|
Verified
8.5
8
|
Verified
Not enough data
9.2
8
|
Verified
8.3
7
|
Verified
9.2
8
|
Verified
8.1
7
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Incident Management
Feature Not Available
8.6
14
8.6
102
8.2
14
8.3
103
8.5
14
7.9
84
8.1
13
7.9
86
8.3
11
Reporting
7.9
89
7.9
13
7.9
86
7.8
13
Feature Not Available
8.3
11
Access & Usability
6.6
54
7.6
11
7.8
84
8.5
13
7.9
76
8.2
11
7.7
61
7.4
11
Agentic AI - Service Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
BMC Helix ITSM and OpenText Service Management Automation X (SMAX) are categorized as IT Service Management (ITSM) Tools and Service Desk
Unique Categories
BMC Helix ITSM has no unique categories
OpenText Service Management Automation X (SMAX) has no unique categories
Reviews
Reviewers' Company Size
BMC Helix ITSM
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
OpenText Service Management Automation X (SMAX)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
33.7%
Telecommunications
8.9%
Hospital & Health Care
6.7%
Computer Software
6.3%
Higher Education
3.7%
Other
40.7%
Information Technology and Services
31.4%
Airlines/Aviation
5.7%
Telecommunications
4.3%
Insurance
4.3%
Hospital & Health Care
4.3%
Other
50.0%
Alternatives
Discussions
BMC Helix ITSM has no discussions with answers
OpenText Service Management Automation X (SMAX) has no discussions with answers
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